Consumer Service Specialist

Coca-Cola; Sydney; Hybrid; AUD 55,000 - 75,000; Full time

Benefits offered by this job

Product allowance

Staff discounts

Cheers Rewards & Recognition platform

Learning & development

Hybrid work model

Paid parental leave

Employee Assistance Program

Volunteer opportunities

Job summary

Coca-Cola Europacific Partners is seeking a Consumer Service Specialist to join the National Sales and Service Centre on a full-time contract through to December 2027. You will handle consumer inquiries across Australia, resolve issues, and collaborate with Quality, Legal, PACS, and Operations to drive excellent customer outcomes.

You will work Monday to Friday with shift rotations between 8:00am and 6:30pm, transitioning to a hybrid model with up to four days from home.

Qualifications

• Exceptional customer service skills with a genuine customer-centric mindset.
• Strong written and verbal communication skills; ability to build rapport with diverse customers and stakeholders.
• Resilience, organisation and ability to manage multiple priorities.
• Confidence using technology and multiple systems with attention to detail.
• Empathetic, solutions-focused approach to customer interactions.
• Ability to build positive relationships with customers and stakeholders.

Responsibilities

• Act as the first point of contact for consumer enquiries across Australia.
• Manage and resolve complex consumer, quality, and brand enquiries promptly.
• Build and maintain relationships with stakeholders across Quality, Legal, PACS, and Operations.
• Escalate sensitive and complex consumer matters with appropriate hypercare and support.
• Work towards daily KPIs and targets, contributing to team performance and customer outcomes.
• Identify opportunities to improve processes, customer experiences, and operational efficiencies.

Skills

Customer service

Communication

Multitasking

Tech literacy

Stakeholder management

Problem solving

Job description

We are Coca-Cola Europacific Partners (CCEP). We have 39,000 people serving 4 million customers in 31 markets. We combine the strength and scale of a large, multi-national business with an expert, local knowledge of the customers we serve and communities we support. We invest, employ, manufacture, and distribute locally.

The Opportunity

We’re looking for aConsumer Service Specialist to join our National Sales and Service Centre (NSC) on a full-time contract through to December 2027.

The NSC is our customer hub, supporting customers across Australia and working closely with Sales and Operations teams to deliver great customer outcomes. This is a fast-paced environment with opportunities to develop your skills and build your career across CCEP.

You’ll work Monday to Friday across shift rotations between8:00am and 6:30pm, with comprehensive training before transitioning to our hybrid working model, including up to four days per week working from home.

Key Responsibilities

• Act as the first point of contact for Consumer enquiries for our consumers across Australia.
• Manage and resolve complex consumer, quality, and brand enquiries in a timely and professional manner.
• Build and maintain effective relationships with key stakeholders across the business, including Quality, Legal, PACS, and Operations.
• Act as a key escalation point for sensitive and complex consumer matters, providing appropriate hypercare and support.
• Work towards daily KPIs and targets, contributing to team performance and customer service outcomes.
• Identify opportunities to improve processes, customer experiences and operational efficiencies.

About You

You are a confident and proactive professional who thrives on solving complex problems and delivering exceptional consumer experiences. You can confidently navigate challenging situations, build strong stakeholder relationships, and make sound decisions while maintaining a customer-first mindset.

In addition, you will have:

• Exceptional customer service skills with a genuine customer-centric mindset.
• Strong written and verbal communication skills, with the ability to build rapport with a diverse range of customers and stakeholders.
• Resilience, organisation and the ability to effectively manage multiple priorities.
• Confidence using technology and multiple systems, with strong attention to detail.
• A good listener with an empathetic and solutions-focused approach to customer interactions.
• The ability to build and maintain positive, sustainable relationships with customers and stakeholders.
• A target-driven mindset and the ability to work effectively against KPIs and performance expectations.
• A willingness to embrace change and remain agile in a fast-paced environment.

What We Offer

• Work with one of the world’s most recognisable brands.
• Enjoy a generous monthly product allowance and access to discounted staff purchasing on a wide range of CCEP products.
• Access 700+ exclusive discounts across groceries, fitness, leisure, travel and retail through our Cheers Rewards & Recognition platform.
• Shape your future with access to learning, development and career progression opportunities locally and across our global network.
• Enjoy greater flexibility and wellbeing support through our hybrid work model, purchased leave options, paid parental leave and confidential Employee Assistance Programs for you and your family.
• Be part of a people-first culture that celebrates diverse talent, recognises success, and gives back to local communities through paid volunteering opportunities.

Coca-Cola Europacific Partners is committed to an inclusive, equitable and safe workplace where everyone is supported. If you need any accessibility adjustments during the process, please let us know. Your wellbeing matters to us.

When you join CCEP, you're stepping into a global organisation known for developing exceptional talent. We invest deeply in learning, mobility and long term growth, creating an environment where your ambition is backed and your career can thrive.